Development of Goal-Oriented Dialogue Systems for Customer Services in Automotive Industry

Merve Tunçer, Mehmet Fahri Bilici, Gülsen Eryigit

Abstract: Being the largest sector in Turkey in the field of export, the automotive sector is one of the most important sectors in Turkey. Companies that manage their customer relations through live support channels are faced with problems such as long waiting times, access through limited channels, the live support team losing time while accessing the inquiry tools, and the inability of the customers to convey a problem through visual channels that cannot be verbally expressed. This paper introduces a Goal-Oriented Dialogue System (GODS) for Customer Services in the Automotive Industry. Although there exist some studies for in-car dialogue systems, this is the first study for GODS in the mentioned field, and we think that the results obtained in this paper on Turkish will shed light on future studies for other languages. Our paper defines 6 general Intents and 16 Entities in the automotive customer services and 8 Dialog act classes. The paper also provides the ways to extend the system for emerging intent classes in live data and for the needs of different service companies, as well as the experimental results on a preliminary data-set.